Contact Centre, CRM, and AI & Automation.
Dear London South Bank University,
1. Contact Centre – target to organisations we know have a CC
a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Yours faithfully,
Philip Mansfield
Dear Philip
We hope you are well.
Ref FOI 23008 - Freedom of Information Act 2000
We acknowledge the receipt of your request below. Please be informed that
the University is dealing with your request in accordance with the Freedom
of Information Act 2000.
Your request will be subject to any applicable exemptions defined in the
Freedom of Information Act 2000.
Should you have any questions please do not hesitate to get in contact.
Please quote the reference above in any future communications.
Kind regards,
Data Protection and Information Compliance Team
London South Bank University
103 Borough Road, London, SE1 0AA
Email: [1][London South Bank University request email]
══════════════════════════════════════════════════════════════════════════
From: Philip Mansfield <[FOI #936110 email]>
Sent: 16 January 2023 12:46
To: Governance : Freedom of Information <[London South Bank University request email]>
Subject: Freedom of Information request - Contact Centre, CRM, and AI &
Automation.
Dear London South Bank University,
1. Contact Centre – target to organisations we know have a CC
a. Do you have a customer/ citizen facing contact centre? If not please
skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform
is used?
c. Do you use a knowledge base / knowledge management platform? What
platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?
Yours faithfully,
Philip Mansfield
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #936110 email]
Is [London South Bank University request email] the wrong address for Freedom of Information requests to
London South Bank University? If so, please contact us using this form:
[2]https://www.whatdotheyknow.com/change_re...
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the internet. Our privacy and copyright policies:
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For more detailed guidance on safely disclosing information, read the
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[4]https://www.whatdotheyknow.com/help/ico-...
[5]https://www.whatdotheyknow.com/help/ico-...
Please note that in some cases publication of requests and responses will
be delayed.
If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.
Dear Philip
Ref FOI 23008 - Freedom of Information Act 2000
We hope you are well.
Further to your Freedom of Information request on 16 January 2023, London
South Bank University (LSBU) has now considered your request and completed
its search for the information requested.
Our response is attached.
Kind regards,
Data Protection and Information Compliance Team
London South Bank University
103 Borough Road, London, SE1 0AA
Email: [London South Bank University request email]
══════════════════════════════════════════════════════════════════════════
From: Governance : Freedom of Information <[London South Bank University request email]>
Sent: 23 January 2023 17:11
To: Philip Mansfield <[FOI #936110 email]>
Subject: Re: Freedom of Information request - Contact Centre, CRM, and AI
& Automation.
Dear Philip
We hope you are well.
Ref FOI 23008 - Freedom of Information Act 2000
We acknowledge the receipt of your request below. Please be informed that
the University is dealing with your request in accordance with the Freedom
of Information Act 2000.
Your request will be subject to any applicable exemptions defined in the
Freedom of Information Act 2000.
Should you have any questions please do not hesitate to get in contact.
Please quote the reference above in any future communications.
Kind regards,
Data Protection and Information Compliance Team
London South Bank University
103 Borough Road, London, SE1 0AA
Email: [1][London South Bank University request email]
══════════════════════════════════════════════════════════════════════════
From: Philip Mansfield <[FOI #936110 email]>
Sent: 16 January 2023 12:46
To: Governance : Freedom of Information <[London South Bank University request email]>
Subject: Freedom of Information request - Contact Centre, CRM, and AI &
Automation.
Dear London South Bank University,
1. Contact Centre – target to organisations we know have a CC
a. Do you have a customer/ citizen facing contact centre? If not please
skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform
is used?
c. Do you use a knowledge base / knowledge management platform? What
platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?
Yours faithfully,
Philip Mansfield
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #936110 email]
Is [London South Bank University request email] the wrong address for Freedom of Information requests to
London South Bank University? If so, please contact us using this form:
[2]https://www.whatdotheyknow.com/change_re...
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[3]https://www.whatdotheyknow.com/help/offi...
For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[4]https://www.whatdotheyknow.com/help/ico-...
[5]https://www.whatdotheyknow.com/help/ico-...
Please note that in some cases publication of requests and responses will
be delayed.
If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.
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